The phrase "User Experience" is misleading
People expect it to mean "Good, desirable, enjoyable User Experience."
None of those qualifiers are actually present. Only in the heads of the unenlightened and irrationally optimistic.
Bad User Experience? Still "User Experience".
"Hellish, Kafkaesque, want-to-slit-my-wrists User Experience?" Yup, still counts.
So yes, it's all well-designed User Experience. After all, if it puts you off from bothering Customer Service, the costs of Customer Service goes down. Mission Accomplished. The best Customer Service department is the one that costs absolutely nothing to operate because no one can figure out how to Experience it as a User. It's just more subtle than "Go Away And Stop Bothering Us" User Experience.
Working as designed.
Biting the hand that feeds IT
